Front Office Course

Lesson 1 • Front Office Organisational Structure

Maps staffing hierarchy from agent to manager level. Students recognise reporting lines and role-specific accountabilities.

Lesson 2 • Professional Standards and Appearance

Establishes grooming, uniform, and conduct expectations for front office staff. Links professionalism to guest perception and brand image.

Lesson 3 • Physical Layout and Equipment

Surveys the front desk environment, back-office areas, and essential equipment. Prepares students for hands-on operational tasks.

Lesson 1 • Overbooking and Availability Control

Explains controlled overbooking strategies and room availability management. Students balance occupancy maximisation with guest satisfaction.

Lesson 2 • Modifying and Cancelling Reservations

Teaches amendment workflows and cancellation policy application. Reduces revenue loss and guest dissatisfaction from booking changes.

Lesson 3 • Reservation Procedures and Documentation

Covers step-by-step booking entry, confirmation letters, and record-keeping standards. Ensures accuracy and traceability of all reservations.

Lesson 1 • Payment and Credit Authorisation

Explains incidental deposit collection, credit card authorisation, and cash handling at check-in. Protects property revenue and guest account integrity.

Lesson 2 • Standard Check-In Sequence

Walks through greeting, identity verification, room assignment, and key issuance steps. Builds the core procedural competency of the chapter.

Lesson 3 • Handling Non-Standard Arrivals

Addresses early arrivals, late arrivals, unconfirmed guests, and group check-ins. Equips students to adapt procedures to varied real-world scenarios.

Lesson 1 • Mail, Messages, and Wake-Up Calls

Establishes procedures for receiving, logging, and delivering guest communications. Ensures timely and accurate information flow to guests.

Lesson 2 • Local Knowledge and Recommendations

Builds the destination knowledge base agents need to advise guests on dining, transport, and attractions. Enhances perceived value of the front desk.

Lesson 3 • Luggage and Parcel Handling

Covers proper tagging, storage, and delivery of guest luggage and parcels. Prevents loss and liability through systematic handling.

Lesson 4 • Accessibility and Inclusive Service

Trains agents to identify and fulfil accessibility needs for guests with disabilities. Promotes equitable service delivery across all guest profiles.

Lesson 1 • Night Audit and Daily Reconciliation

Outlines the night audit cycle, room revenue posting, and daily balance verification. Prepares students for end-of-day financial accountability.

Lesson 2 • Guest Folio Management

Explains folio structure, charge posting, and account splitting. Accurate folio management underpins all billing and checkout processes.

Lesson 3 • Payment Methods and Processing

Covers cash, card, direct billing, and voucher acceptance procedures. Students apply correct handling for each payment type.

Lesson 1 • Standard Check-Out Sequence

Covers folio presentation, final charge review, payment collection, and key return. Builds the core departure competency of the chapter.

Lesson 2 • Express and Self-Service Checkout

Explains mobile, kiosk, and envelope-based express checkout options. Reduces lobby congestion and meets modern guest expectations.

Lesson 3 • Post-Departure Account Management

Covers late charge posting, disputed card settlements, and lost-and-found coordination after guest departure. Closes accounts cleanly and accurately.

Lesson 1 • System Troubleshooting and Data Integrity

Teaches common error identification, data correction protocols, and escalation procedures. Ensures system reliability and accurate guest records.

Lesson 2 • Reservations and Room Management in PMS

Applies reservation creation, modification, and room assignment within the PMS. Reinforces manual procedures with system-based execution.

Lesson 3 • PMS Navigation and Core Modules

Introduces the PMS interface, login security, and primary modules used daily. Establishes the digital foundation for all system-based tasks.

Lesson 1 • Revenue Management Fundamentals

Introduces occupancy, average daily rate, and revenue per available room as core metrics. Provides the analytical foundation for rate decisions.

Lesson 2 • Upselling Techniques at Check-In

Trains agents to identify upgrade opportunities and present them persuasively at check-in. Links upselling skill to measurable revenue contribution.

Lesson 3 • Loyalty Programmes and Repeat Business

Explains enrolment, point redemption, and benefit communication for guest loyalty programmes. Builds long-term revenue through repeat guest relationships.

Lesson 4 • Cross-Selling Hotel Services

Teaches promotion of food and beverage, spa, and ancillary services during guest interactions. Expands total guest spend beyond room revenue.